TECHNICAL LEAD - Service Desk

Job Description

Role: EUC Support Lead - Experience: 5-7 Years of experience.

Lead and manage end-user IT support across phone, email, chat, and remote support channels

Oversee incident and service request resolution related to desktops, laptops, operating systems, Microsoft 365, and user access issues

Ensure effective ticket management using ITSM tools, meeting defined SLA and quality targets

Act as an escalation point for complex issues and provide advanced troubleshooting support

Drive service quality improvements and enhance overall end-user experience

Monitor service performance metrics, analyze trends, and implement continuous improvement initiatives

Mentor and guide EUC support engineers, ensuring team capability development and performance management

Ensure clear, professional communication with stakeholders and end

Coordinate and support onboarding and offboarding activities with a focus on user satisfaction

Ensure adherence to IT security policies, compliance requirements, and organizational procedures

Collaborate with cross-functional teams (server, network, and application teams) to enhance service delivery and resolution effectiveness

Must had excellent communication skills Should be able to communicate with US customers fluently, both spoken and written communication

Ready to work in shifts